Author: Sandra Radlovacki

Getting personal without getting weird

On Valentine’s Day this year, Deliveroo launched what it thought was a charming campaign. The company sent handwritten love letters to select customers, posing as a secret admirer, along with a 15% off flowers voucher. Meant to be cheeky and...

AW Rostamani wins gold for game-changing tech transformation at GCXA 2025

AW Rostamani has taken gold in the Best Use of Technology category at the Gulf Customer Experience Awards 2025. Faced with rising customer expectations and an increasingly competitive market, the car dealership reimagined how it could use technology to drive...

Boomerang wants to transform lost items into found stories

Losing something valuable can be one of life’s most frustrating experiences. Desperately searching for a lost item can leave anyone feeling exasperated, especially when time is of the essence.Skyler Logsdon, co-founder and CEO of Boomerang, understands the situation all too...

The reality of customer experience in hospitality

For decades, the hospitality industry has promised guests a seamless, personalised experience, recognising that people choose hotels to relax, not to face additional stress from poor service.But, achieving consistency across thousands of hotels — many with different owners and varying...

Digital wallets: The loyalty card of the future?

The days of rummaging through wallets for crumpled coupons and plastic loyalty cards are fading fast.For many consumers, digital wallets have become more than just a way to pay — they’re a gateway to rewards, convenience, and instant brand connections....

Customer experience crisis in banking

Banks are struggling to stand out in a fiercely competitive market where tight margins leave little room for error. Despite significant investment in AI-driven apps and digital tools, many of these innovations have failed to resonate with customers, often making...

Yettel adopts winning approach to transforming sales training and development

Yettel, a Serbian telecoms provider, faced an operational dilemma. To keep pace with market demand, it had to expand and upskill its frontline staff, but the company’s current learning and development platform was unable to support these needs.With over 700...

Care UK tackles turnover with empathy and innovation

After Care UK observed that employee turnover peaked during the first six months of service, particularly within the initial three months, it recognised the need for change.As a care home operator of essential services such as dementia and nursing care...

Finding humanity in the age of intelligent machines

As artificial intelligence increasingly becomes inseparable from customer interactions, one question looms larger than others: How do businesses preserve the humanity in their service? For Gaurav Passi, founder and CEO of Zingly.ai, the answer isn’t about pitting AI against humans...

Behind Bupa’s bold move to transform employee wellbeing

In 2022, Bupa, a British private healthcare insurance company, set a strategic priority to extend healthcare support to 100% of its employees. The ambitious goal came from the top, driven by the chief executive committee and a personal commitment from...